SG88Win Casino - Аккаунт игрока был закрыт.

I deposited around $700SGD for a 120% bonus with a 8x turnover requirement. After successfully achieving it, I withdrew the whole balance, and they immediately blocked and deactivated my account. When I reached out to "customer service", they just told me that i was involved in fraudulent activity and my balance has been confiscated.

Dear legoprick,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify if you received the winnings you requested for withdrawal before your account was blocked? Or were these winnings voided by the casino?

What was the balance in your account at the time the casino closed your account?

Have you passed the full KYC verification?

Could you please specify what games you played? Were they slots, live casino games, or did you participate in sports betting?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I did not receive the winnings. After I submitted my withdrawal, I was immediately blocked from my account and had my account disabled.

My balance before the casino closed my account was $1405.07SGD.

I passed the KYC verification prior to playing in the casino.

I played live casino games to achieve my turnover.

Thank you very much, legoprick, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you legoprick for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask SG88Win Casino for their help in resolving this complaint. We would like to know why was the player's account closed and winnings confiscated.

Thank you!

Hi has there been any updates?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter